mortgage-advisory-incident-report

Incident Reporting & Response — Mortgage Advisory

Respond to, record and learn from incidents involving home buyers and homeowners in advice firms, branches and online. The deliverable is a factual incident report and a lessons-learned action list. This skill is written for a mortgage adviser working with home buyers and homeowners in advice firms, branches and online.

When to use

• You are a mortgage adviser preparing, delivering or reviewing this part of your work in advice firms, branches and online.
• You need a defensible, repeatable approach that produces a factual incident report and a lessons-learned action list.
• A colleague, auditor or client asks how this was done and what evidence supports it.

Key Concepts

Term	Meaning
Affordability	assessment of whether a borrower can sustain repayments
Loan to value	the loan as a percentage of the property's value
Offer	the lender's formal agreement to lend

Workflow

1. Step 1 - Make the situation safe first; attend to people before paperwork, and escalate if unsuitable product recommendations is still live
2. Step 2 - Record facts while they are fresh: what happened, when, who was involved, what was observed — in fact finds
3. Step 3 - Notify the people and bodies who must know, within the timeframes that apply in advice firms, branches and online
4. Step 4 - Support those affected, including honest communication with home buyers and homeowners about what happened and what happens next
5. Step 5 - Analyse causes without blame, agree preventive actions with owners and dates, and track them to closure

Profession-Specific Components

Component	Details for Mortgage Advisory
Core documentation	fact finds; suitability letters; application records; product research
Core tools & equipment	mortgage sourcing systems; affordability calculators; CRM platforms; conveyancing trackers
People involved	home buyers and homeowners; the mortgage adviser; colleagues and other services in advice firms, branches and online
Primary record	fact finds — keep it current, dated and attributable

Output Format

Context: [Situation in advice firms, branches and online] | Objective: [What this must achieve] | Audience: [home buyers and homeowners and other stakeholders]

The finished output is a factual incident report and a lessons-learned action list, structured as:

1. Summary of position and evidence
2. Detail, following the workflow above
3. Decisions, actions, owners and dates
4. Review point and escalation route

Action Plan

1. Immediate: Confirm scope, consent and the evidence available in fact finds.
2. Short-term: Complete the workflow steps and record outcomes against application-to-offer times.
3. Medium-term: Review results, close actions, and update local procedures in advice firms, branches and online.

Success Metrics

Metric	Target	Method
application-to-offer times	Agree a local target and track the trend	Measured from fact finds and reviewed on a set cycle
suitability audit results	Agree a local target and track the trend	Measured from fact finds and reviewed on a set cycle
client satisfaction	Agree a local target and track the trend	Measured from fact finds and reviewed on a set cycle
completion rates	Agree a local target and track the trend	Measured from fact finds and reviewed on a set cycle

Guardrails & Quality Checks

• Never let this happen: unsuitable product recommendations.
• Never let this happen: affordability miscalculated.
• Never let this happen: deadlines missed losing purchases.
• Work only within the competence and authority of a mortgage adviser; escalate or refer anything beyond it.
• Record facts and observations, not speculation, and keep records confidential to advice firms, branches and online's rules.
• Verify names, dates, figures and measurements twice before anything is issued or signed off.
• Use only real, verified information from the case in hand — never invent results, credentials or evidence.

Example (illustrative)

A mortgage adviser in advice firms, branches and online applies this workflow for home buyers and homeowners: they open fact finds, work through the five steps using mortgage sourcing systems, and close by recording the outcome against application-to-offer times and agreeing the next review date. (Illustrative example only — replace with the real details of the case in hand.)